Customer service
FREQUENTLY ASKED QUESTIONS

1- Hardware Check

Several factors can affect the performances of your optical heart rate watch sensor. It may vary from one person to another.

• Sweat or water between your skin and the watch can affect the accuracy of heart rate readings. Please note that the heart rate sensor is disabled for the sport Swimming.

• Strap snuggly fitted: To ensure optimal performance, make sure the watch fits snugly on your wrist, and not placed on the bone (see image below). Wearing a steel bracelet is not recommended, as it may be difficult to tighten correctly. If you want to measure your heart rate during a sport session, you should wear a rubber strap (and a stretch strap for Calibre E5). 

Note during swimming: Heart rate measurement is not available during a swimming session. Indeed, the movement of the water between the skin and the watch avoid having an accurate heart rate and TAG Heuer does not wish to display an incorrect heart rate.

• Punctual or permanent alterations on your skin, such as injuries, scars, or tattoos, may impact the heart rate sensor’s accuracy. Ink and colors can alter how light travels through the skin.

• Pins obstructed or oxidized: Verify that the pins are clean, unobstructed, and free of oxidation.

2- Software Check

Once the above elements have been verified, please follow the steps below:

App updates: Make sure all watch applications are up to date. 

• For Calibre E1 to E4: Google Play Store > Menu > Manage apps > Update all.
• For Calibre E5: Settings > General > Updates (apps and software are updated from the same menu).